Reference · Chapter 22
Troubleshooting
Most problems have a one-step fix. Find your symptom below; if it is not here or the fix does not work, [open a support ticket](/support) and include the project and what you saw.
Signing inLink to Signing in
| Symptom | Fix |
|---|---|
| “That link has expired” | Links work once, for an hour, in the browser that asked for them. Request a new one from the same browser. |
| No email arrives | Wait a minute and check spam. Avoid repeated requests (“Too many attempts”). |
| “That email and password don’t match” | Retype it, or use Forgot password?. |
| “This account is suspended” | Write to support. |
The DirectorLink to The Director
| Symptom | Fix |
|---|---|
| Approve & continue is greyed out | The Director asked a question; answer the card above the message box first. |
| “Paused at the time limit” | A long turn paused cleanly. Press Continue (in Step-by-step it continues by itself). |
| “The Director was interrupted” | The connection dropped. Its work is saved: press Continue where it left off. |
| “Out of credits — needs at least 5 credits” | Top up in Billing. |
| “The Director is temporarily unavailable” | An AI provider limit. Your project is saved; try again in a few minutes. |
| Autopilot is not moving | Read the message in the Autopilot bar: it says why it paused and offers the fix. See Why Autopilot pauses. |
| The view jumps between tabs | That is Follow. Click the target icon in the message box to turn it off. |
| A checkpoint says “Outdated — changed since” | Work changed after it was proposed. Let the Director continue; it proposes again. |
GenerationLink to Generation
| Symptom | Fix |
|---|---|
| Final takes are skipped: “…has no reference image” | Generate or upload a reference image for that asset, or run a Draft. |
| “The provider’s safety filter rejected this prompt” | Rephrase without real people, explicit or graphic detail; swap reference images if needed. |
| “Seedance refused a realistic person” | Use the BytePlus flow and re-render previz, or Render on Kling 3.0. |
| Output flagged after rendering | Rewrite the shot without body-focused words and act it through eyes, hands and posture. |
| “This model doesn’t support one of the requested settings” | Change the duration, resolution or references, or pick another model. |
| Busy, timed out or unavailable | Try again in a few minutes. Recoverable failures retry automatically. |
| A shot stays “Queued · #5” | Your plan’s parallel limit is reached. It starts when a slot frees up. |
| Drift badge on a take | The face moved away from the reference. Add a face-lock or profile reference and regenerate. |
| “Dropped by Seedance” on an uploaded photo | Seedance refuses people it did not draw. Generate references instead. |
Timeline and deliveryLink to Timeline and delivery
| Symptom | Fix |
|---|---|
| Render is greyed out | You are viewing an older version, the last edit is still saving, or the timeline is empty. |
| “<shot> has no take on timeline vN” | Generate the missing shots, Re-assemble, then render. |
| I picked a new take but the cut did not change | Press Re-assemble (Shots tab) or Assemble from storyboard. |
| “Proxy” is not shown, playback is slow | Playback proxies are still being prepared; it plays from the source meanwhile. |
| A download link does not work | Links are short-lived. Click Download again. |
| I lost a review link | Links are shown once. Revoke it and create a new one. |
| A client is locked out | After 10 wrong passwords the link locks for 15 minutes. Wait, or create a new link. |
UploadsLink to Uploads
| Symptom | Fix |
|---|---|
| “This browser can’t read HEIC photos” | Use Safari, or set your iPhone to Settings › Camera › Formats › Most Compatible. |
| “Too large” | Images up to 25 MB, audio up to 500 MB, video up to 2 GB. |
| “This browser can’t read this video” | Export it as MP4 (H.264). |
| The song cannot be analysed | Upload a WAV or MP3 under 20 minutes, or Map by hand. |
BillingLink to Billing
| Symptom | Fix |
|---|---|
| Credits have not arrived after paying | They arrive when Stripe confirms the payment, usually within seconds. Refresh Billing. Bank transfers can take longer. Still missing? Open a ticket. |
| “Payments are temporarily unavailable” | Nothing was charged. Try again in a few minutes. |
| A renewal failed | Update your card in Manage billing; Stripe retries automatically. |
| I need an invoice or to add a VAT ID | Manage billing → invoices and billing details. |
When you contact supportLink to When you contact support
- The project name and the tab you were on.
- What you did, what you expected and what happened, with the exact message.
- A screenshot or screen recording if you can.
- If a page broke, the ref code shown on the error page.
Open a support ticket and we reply by email; you can follow the conversation in Your tickets.